Case Study: Citrix Systems achieves faster, more efficient customer support with Simplus

Citrix Systems boosts CSAT 10% with Simplus

Citrix Systems, a high-tech SaaS company, sought to modernize its global service process. The challenge was to consolidate vast amounts of disparate customer information from various applications to improve support efficiency and standardization. To address this, Citrix partnered with Simplus for an implementation of Salesforce Service Cloud.

By implementing Service Cloud, Simplus helped Citrix consolidate customer data, standardize practices, and create a more flexible integration solution. This resulted in significant measurable improvements for Citrix, including a 10% increase in CSAT scores, a 20% increase in total customer lifetime value, and a 30-second decrease in average call time. The solution also saved an estimated 5,000 minutes per week, demonstrating a strong return on investment achieved within six months of partnering with Simplus.

Citrix Systems